Training Testimonials

An excellent course which developed lots of practical skills in dealing with conflict – not just through a formal mediation process, but in everyday work as a manager. Barbara Holdhusen – HR Director

Barbara Holdhusen, HR Director, The National Probation Service, Northumbria

How to Manage Anger, Confrontation And Aggression - in-house course

Manage Angry / Abusive Colleagues Or Customers

Anger, confrontation and aggression at work is on the increase. All employers have a responsibility to protect their employees from aggressive colleagues or abusive customers. This course covers all aspects of defusing and managing aggressive, challenging and difficult behaviour.

According to the British Association of Anger Management :

• 65% of office workers have experienced office rage.
• 45% of staff regularly lose their temper at work.
• 53% of people have been the victims of bullying at work.
• 65% of people express anger over the phone, 26% in writing and 9% face to face.

This course offers a practical and hands on approach for people to develop thee vital skills. Ultimately, the course is designed to enable participants to recognise the danger signs and prevent situations escalating and getting out of control

Potential Participants:

CEO’s, all front of house staff, managers, other staff involved in managing potentially difficult situations.

Course Content:

• Understanding anger and why people get angry
• Finding alternatives to anger
• Understanding your own hooks, triggers and buttons
• Four easy steps for managing anger at work
• How to remain calm when faced with challenging behaviours
• Assessing and reducing risk
• Key skills- Active listening skills, Assertiveness, Non violent communication, body language.